Senior Customer Success Manager

Responsibilities

• Develop and nurture strong customer and C-level relationships to understand business goals and needs, ensuring retention, customer satisfaction, and return on investment.
• Serve as a trusted strategic advisor, translating complex technical concepts into actionable business outcomes.
• Design and execute proactive success plans and Strategic Business Reviews (SBRs) with clear goals, KPIs, and timelines.
• Champion customers internally and mobilize cross-functional partners across Sales, Support, Engineering, and Product to resolve escalations and coordinate success initiatives.
• Gather and surface customer feedback to drive continuous improvement.
• Identify and communicate relevant products and features, helping customers adopt and benefit from Okta's agentic capabilities.
• Identify renewal risk, collaborate with internal teams on remediation, ensure successful renewals, and proactively identify expansion opportunities.

Requirements

• 5+ years of experience in customer success, account management, or consulting, managing relationships with large, complex enterprises.
• Experience working with a SaaS-based technical enterprise product preferred.
• Track record of delivering and scaling an exceptional customer experience.
• Strong emotional intelligence, relationship management, and executive stakeholder development skills.
• Exceptional presentation and communication skills, particularly when engaging with C-level executives to align technical goals with business value.
• Strong listening and analytical skills, including the ability to ask effective questions, understand customer priorities, and anticipate needs.
• Strong interpersonal skills and ability to collaborate cross-functionally.
• Technical and problem-solving skills, with the ability to provide quick resolutions.
• Experience with enterprise security tools preferred.
• Willingness to travel up to 25%.

Compensation and Benefits

• San Francisco Bay Area annual on-target compensation range: $170,000–$233,000 USD.
• Compensation includes base salary and incentive compensation and depends on skills, qualifications, experience, and work location.
• Equity may be offered where applicable.
• Benefits include health, dental, and vision insurance, 401(k), flexible spending account, and paid leave, including PTO and parental leave.
• In-person onboarding experience and opportunities for connection, community, social impact, and talent development.